Customer Relations Consultant

We’re looking for an experienced and customer-focused Customer Relations Consultant to join our Service team at Big Rock Toyota. As the first point of contact for our guests, you’ll play a key role in shaping their experience and guiding them through their service journey with confidence, clarity and care.

This is a front-facing role that suits someone who enjoys helping people, stays calm under pressure and can build strong rapport. It may also suit someone looking for work that aligns with school hours, depending on operational needs. Your ability to influence outcomes and keep customers informed at every step will be central to your success.

What You’ll Be Doing
* Communicating with customers across phone, text and email
* Managing enquiries, resolving issues or escalating when needed
* Keeping customers updated on their vehicle’s progress and parts arrival
* Managing tow-ins, back-order parts updates and related admin
* Completing data entry and maintaining accurate customer records
* Meeting and exceeding Customer Service KPIs
* Preparing pricing, generating invoices and supporting service workflows
* Managing complaints with professionalism and timely resolution
* Updating customer portals and supporting dealership Excellence Champion responsibilities
* Assisting with OEM Customer Surveys (NPS) and reporting daily feedback
* Contributing to continuous improvement across the service journey

Skills and Experience
* Experience in a customer-facing automotive role is highly regarded
* Strong listening skills and the ability to tailor communication to each customer
* Excellent written and verbal communication
* Ability to influence outcomes and guide customers effectively
* Proven conflict-resolution skills
* Strong rapport-building capability with a customer-first approach
* Able to prioritise tasks and work to service deadlines
* Comfortable working in a fast-paced environment and adapting to change
* Valid Australian working rights and a current driver’s licence

Benefits
* Supportive team and experienced Manager
* Ongoing training and clear career progression pathways
* Employee benefits including discounted health insurance and purchasing policies
* Employee Assistance Program (EAP)
* Join a respected national group that values integrity, growth and customer excellence

How to Apply
If this sounds like the right fit for you, please click apply.

Big Rock Toyota is a part of Australia's largest and most dynamic automotive retailer, Eagers Automotive, employing over 8,000 team members across 250 dealerships within Australia and New Zealand. We represent over 33 car brands and 11 truck and bus brands, priding ourselves on delivering an exceptional guest experience.

We are an equal opportunity employer and would love to hear from you if the above details resonate with you.

Eagers Automotive - Moving together.